Our records show that the downtime was checked from 10 different monitoring locations during the 1hr 45min downtime. This was a confirmed downtime and not a false alarm.

The reported error was "response timeout". This means we were able to connect to the website but a timeout (60 sec) occurred while downloading or waiting to download the page.

If your customer was able to visit the website at that time, the possible reasons include:
1. The website still worked but took more than 60 sec to completely load.
2. There might be a network issue on the uplink but would not experience it if they were connecting via an internal/direct network.